Customer Service Representative Workspace

The Customer Service Representative (CSR) is part of a dedicated team led by the Customer Service Manager, playing a vital role in the organization’s commitment to exceptional customer service.

As a front-line support professional, the CSR addresses customer inquiries and concerns with the primary goal of ensuring a positive and satisfying experience.

This table shows the available widgets in the workspace:

Widget Description
My Day Shows the current date, a greeting message, and the user's icon and first name.
The Open Sales Orders Shows line amounts alongside customer order stop codes to help users identify the most common reasons for stopped orders and gain better insight into planned open orders. The report covers a rolling 12-month period.
Stopped Sales Orders by Payer Highlights top payers based on line amounts to enhance visibility into payer-related order stoppages. These updates addressed previous gaps in analyzing order stoppages and monitoring payer impact. The report reflects data for the current period.
On Your Radar Focuses on managing priority tasks.

This widget contains these matrices that open card tasks in the Required Actions widget:

  • All delayed order lines: Shows customer order lines which are past the target departure date, for example, past 30 days from the current date.

    When you review all delayed order lines, you can change and save the planning date for a specific customer order. Under the New planning date, specify a new date and click the Confirm Planning date icon. To update the list of records, you must close the task and select Refresh from the widget menu. The updated order line is removed after you supply a target date in the future or more than the past 30 days.

  • All stopped orders: Shows customer orders which are on hold for various reasons ranging from stop codes 1 to 8.

    When you review all stopped orders, you can confirm a stopped order by clicking Confirm Stopped Order that triggers the specific customer order to change stop code to '9=Manually released order'. To update the list of records, you must close the task and select Refresh from the widget menu. The confirmed stopped order is removed from the list of records.

  • All delayed POs connected to CO: Shows purchase orders for which the due date is past the receipt of the material or item required for the customer order.
  • EDI/Batch orders in error: Shows batch orders with statuses ranging from 10 to 55, indicating that customer orders are not properly created. This includes both new orders and orders with errors that require correction.
For every card task, click Review to view a breakdown of records and identify tasks to address. Optionally, hide a card task by clicking the bell icon. When you review the available records, you can access these additional functionality by clicking Review or View All:
  • Select all or any records to export: Click Export to CSV.
  • Drill back into an M3 program: Click a record with a working link.
  • Search for a record.

On the Required Actions widget, you can click View All to view all records in tabular format. You can click View snooze list to view the list of hidden card tasks. From the list, you can click Unsnooze to return a hidden card task on the main widget display.
Customers Lists all the customers whose log in user is either tagged as a sales person or responsible person. Use this widget to view and retrieve this information:
  • Email address
  • Customer name, ID, and contact details.

    You can also search for a specific customer or click the drillback icon on each customer line to drill back to Infor M3.

  • Available credit of the payee or customer and the status of it against the threshold limit. You can also view other details such as total credit limit, spent amount, outstanding balance, and at risk value.
  • Stopped orders: Lists all customer orders which are stopped due to multiple reasons ranging from stop code 1 to 9.
  • Open orders: Lists all customer order lines where the status is set in between 22 to 66.
  • Open invoices: Lists all customer invoices that are open for the selected customer.

See Available to Spend, Customer Contacts, Open Invoices By Customer, and Open Orders by Customer.
Quick Actions Shows all tasks that you perform frequently.

This widget shows these default tasks:

  • Create customer order: Use this option to create a new customer order by specifying the required details for a specific customer with status 20. Some details include delivery address, order type, warehouse, order number, reference number, date, item number, quantity, and sales price. After creating a customer order, a message is displayed with the customer order ID which you can click to perform a drill back to 'Customer Order. Open Toolbox' (OIS300).
  • Purchase Requisition: Use this option to create a new purchase requisition by selecting an item and providing the required information, such as warehouse, quantity, PO item name, and date, and optionally add a PO item description or attachment.

    See Purchase Requisition.
Important Links Provides direct access to preconfigured programs in the Infor M3 application. This widget shows default links that drill back to M3 where you can view more details.

See menu widget in the Infor OS User and Administration Documentation Library.
Customer Return Initiates customer returns by searching relevant orders based on specific categories.

See Customer Return.
Price and Availability Shows the sales price and stock availability in different warehouses for a selected item.

See Price and Availability.
Item Details Lists all items in M3.

See Item Details.

Tables used in the workspace

This list shows the tables that you must activate within M3 Function Search to retrieve data:
  • OCUSCO
  • OCUSMA
  • OOLINE
  • FSLEDG
  • ODLINE
  • MITMAS

APIs used in this workspace

This table shows the APIs used in varying widgets for this workspace:
Widget Program Transaction
On Your Radar

Delayed order lines

 OIS100MI SearchLine
On Your Radar

Delayed order lines

 OIS100MI UpdCOPlanDates
On Your Radar

Order lines for delivery

 OIS100MI SearchLine
On Your Radar

Stopped orders

 OIS100MI SearchHead
On Your Radar

Stopped orders

 OIS120MI UpdCOStop
Customers CMS100MI Lst_WD_CUSTOMER
Customers CRS610MI GetOrderInfo
Customers CRS610MI GetFinancial
Customers CRS610MI GetBasicData
Customers CMS100MI Lst_WD_CustCont
Customers EXPORTMI Select
Customers CRS621MI Lst
Customers MNS150MI GetUserData
Customers MMS008MI GetUserData
Customers OIS100MI SearchHead
Customers MDBREADMI LstFSLEDG00M3C1
Customer Return OIS010MI LstOrderTypes
Customer Return MNS150MI GetUserData
Customer Return OIS100MI LstLine
Customer Return OIS100MI SearchLine
Customer Return CMS100MI Lst_WD_CUSTRTWI
Customer Return EXPORTMI Select
Customer Return OIS100MI GetHead
Customer Return MMS200MI GetItmBasic
Customer Return MMS200MI SearchItem
Customer Return MWS070MI LstTransByOrder
Customer Return OIS100MI AddOrderHead
Customer Return OIS100MI AddOrderLine
Customer Return OIS345MI LstPriceMargin
Customer Return CRS610MI SearchCustomer
Customer Return OIS010MI Get
Quick Actions CRS610MI SearchCustomer
Quick Actions MMS200MI SearchItem
Quick Actions OIS010MI LstOrderTypes
Quick Actions MMS005MI LstWarehouses
Quick Actions OIS100MI AddBatchHead

Programs and sorting orders used in the workspace

The drillback functionality in some of the workspace widgets require specific configuration for filtering the correct data in Infor M3. When you perform a drillback to any program, verify that Function Search is enabled. If the Function Search is disabled, you must create a record by specifying a combination of program, sorting order, and table for the search on 'Standard Search. Open' (CMS021/B).

This table shows the programs along with their corresponding sorting order and table details, all of which should be in active status:
Program Sorting order Table
OIS300 1 OOHEAD
OIS301 1 OOLINE
OIS302 1 OOLINE
PPS200 1 MPHEAD
OIS275 1 OXCNTR